Grand Hotel Sunny Beach

The rooms were clean and ours had a beach view, which were the only real positives. We arrived and then had to wait two hours to check in, leaving our cases and coming back. They wouldn’t give us wristbands, so we couldn’t get a drink or something to eat. That’s never happened to us before, even when we’ve arrived early in the morning or late at night. The food was like slop, and we’re not fussy eaters and have done plenty of all-inclusive breaks. The beer and mixers were flat and watered down. The pool bar closed a day into our holiday, leaving one small bar in the restaurant for a full hotel. The staff seemed miserable, and the barman kept saying he couldn’t wait for the season to end. Tea, coffee, and water were in the room on arrival, but a sign said that was a one-time supply and they weren’t replenished. This isn’t a four-star hotel in my book. The beach was a stone’s throw away, though the sunbeds had to be paid for, and the September weather wasn’t great. I wouldn’t return, just chalking it up to experience. If you’re paying the same prices, service should be consistent from the start to the end of the season.

The pool, modern gym, and quiet spa all added to an enjoyable stay. The hotel is well placed for the main attractions, yet the setting itself was peaceful. Staff were professional, friendly, and always willing to help, while the rooms, lobby, and other facilities were spotless and well cared for. Our room was spacious, comfortable, nicely designed, and equipped with what we needed. Breakfast had plenty of variety and fresh, high-quality ingredients, and we also really liked the hotel restaurant. The stay exceeded our expectations in every way, and we’ll definitely come back.

The location has its conveniences, but the shops nearby felt very money-driven. Prices were high, and they seemed to vary depending on who was shopping. The beach itself is lovely, though the hotel doesn’t provide sunbeds there. You have to pay 9 Lev each day for a sunbed, umbrella, and table. By the pool, the space was far too small for the size of the hotel, and people claimed loungers from early morning without staff stepping in. The gate between the pool and beach was never locked, which also left us concerned about security. The rooms looked decent at first, but the hotel needs renovation. Our air conditioning was weak, cups were dirty, the walls were marked, and the suitcase stand was so badly placed that I hurt my knee on it. Housekeeping was very poor: the balcony was never cleaned, the bedding wasn’t changed, and there was no vacuuming or dusting all week. The bathroom only got a surface wipe. Worst of all, my makeup setting spray disappeared. Reception dismissed it by saying staff are “thorough,” which clearly didn’t match what happened. Other guests had the same complaints. Food was repetitive, often lukewarm or overcooked, and seemed to be reused between meals. Drinks were limited, cocktails were syrup-based, and spirits weren’t included at the main bar, so we ate out. The service was inconsistent too, with some friendly staff and others cold. Our late-night check-in went smoothly, and the welcome bag with a muffin, roll, and apple was a thoughtful touch after the journey, but those were among the few bright spots. The lifts worked on our floor, though people on lower floors reported problems. On a TUI excursion, the sunset catamaran trip was cancelled because of the weather. Bulgarian Night was enjoyable, but seating felt unfair: our group was split up because some tables were “reserved” for other nationalities. We were moved only a little closer after asking several times. Poor housekeeping, missing belongings, weak service, disappointing food, extra costs, and lax security spoiled the stay. Reception’s dismissive response about my missing item was the final straw. I can’t recommend this hotel and wouldn’t return.

The small pool wasn’t very well done, and that was the main downside. Otherwise, we had a lovely room with a sea view, and the staff were mostly nice and helpful, especially the young woman at reception. The food and drinks were good, and our friendly cleaning lady came every day. Our flight was delayed, so we arrived late, but the hotel gave us a “supper” of apples, muffins, and bread rolls.